A. COMPLAINT CRITERIA

The type of complaint information includes the following:

1. Failure of the vendor to provide the items under contract.

2. Merchandise is deteriorated, damaged or unusable when received.

3. Drug items are received with short expiration dating, generally less than one year.

4. The vendor exceeds the allowable delivery time after receipt of the order.

5. The vendor refuses to accept returned goods for exchange or credit.

6. The vendor makes unauthorized changes in actual manufacturer or the drug item under contract.

7. The vendor has excessive number of shipping errors or back-order problems.

B. COMPLAINT PROCEDURE

1. An attempt will be made to share complaint data with the vendor through a local sales representative or by a telephone call or letter to the appropriate company spokesperson.

2. If a resolution cannot be made, a written complaint will be sent to the UAMS purchasing office for non-contract items or to the University Hospital Consortium purchasing offices for UHC contract items.

3. If the complaint is serious and unresolved the pharmacy department may request that the contract be terminated or that the vendor be suspended from further business for a set time as determined by the purchasing office.